The safety and security of your finances is a primary concern for GRB. Check this page if you need to report a stolen debit card or need information on eliminating the risk of fraud. Use the QuickLinks below to find what you need.
Lost or Stolen Cards
If your GRB debit card is lost or stolen, please contact us in one of the following ways:
Fraud Alerts & Resources
Avoiding Business Account Fraud in 2019
To avoid fraud, you need to understand the most common way thieves target your company, your people and your systems:
Other Resources to Help Your Business Prevent Fraud
Traveling Outside the U.S. and Canada? Let GRB Know!
GRB currently blocks ATM and Debit card transactions originating outside the U.S. and Canada to help reduce the risk of fraud. In order to ensure uninterrupted card access when traveling, please contact GRB prior to your trip. We can update your account to allow ATM and debit card transactions to select countries during your travel timeframe. This will ensure your card access remains uninterrupted.
We feel this additional verification process will help ensure that our customers are able to remain safe and secure when using their cards. Please contact our customer service team at 585.249.1540 or stop in at a branch to make arrangements when you travel.
If at any time you suspect your cards may have been compromised, please contact our Fraud Center at 800.237.8990.
Check Cashing Scams
Please take steps to avoid becoming the victim of a check deposit scam. These scams are often targeted at younger accountholders with ATM and debit cards. Fraudsters make contact with the victim (a helper), often via social media, and convince them that they need the helper’s assistance to cash a check. The story will be good (stranded outside the country, accounts frozen, IRS threat, etc.). Once the helper cashes the check, the fraudster asks for the helper’s ATM card and PIN number or, in a related scam, asks the helper to wire the money or buy gift cards and send them to him/her. For their trouble, the helper is paid a finder’s fee — often up to half of the money deposited, which appears quite generous. Unfortunately, once it is discovered that the check is fake, the helper has now become an accomplice to the crime AND is responsible for making restitution for all of the money.
To avoid becoming the victim in a check cashing scam always remember:
- Never let anyone use your account to facilitate a transaction, and especially if they request that you give them your ATM card and PIN, wire back funds, or purchase gift cards to pay them back. There is no legitimate reason for someone to pay or overpay you and then ask for the money back in another form.
- Never give out your ATM card or PIN. Never.
- Be suspicious of jobs that pay your expenses using this methodology. Secret Shopper scams are rampant. You are “hired” as a Secret Shopper and paid in advance, via check, for your expenses. Using those funds, you are instructed to test money transfer services like MoneyGram or Western Union or to buy gift cards and send photos of them to the fraudster. When the check is discovered to be fraudulent, the unfortunate Secret Shopper is responsible for paying back all of the money from the fake check deposited into their account.
Fraud Prevention Service
When our systems detects potential fraud, you will be contacted in the following manner:
Remember – our messages will never ask for your PIN or account number.
* The phone number for our Fraud Center is 800.237.8990. Add this number to your phone contacts and label it “GRB Fraud Center,” it will display whenever you get a call from this number.
FBI Issues Warning About “CEO Fraud”
The FBI recently released a warning about a significant increase in scams known as “CEO Fraud.” This type of fraud usually involves thieves gaining access to an executive’s email (by phishing) or impersonating the executive by using a similar email address. The thieves send emails to company employees giving the appearance of providing legitimate wire transfer instructions.
Here are some ways you can protect your accounts:
Please contact your Relationship Manager or a Commercial Relationship Associate promptly or call us at 585.249.1540 if you think you may have been the victim of fraudulent activity.
Ransomware Attacks on the Rise
The American Bankers Association has released a new infographic to help customers understand, identify and protect themselves from ransomware — a type of malicious software attack that freezes computers and mobile devices until the victim pays a sum of money (ransom) to the attacker to release their files. The FBI estimates that more than $1 billion will be lost to ransomware attacks in 2016.
To combat the threat of ransomware, consumers are encouraged to use caution when opening emails or attachments they don’t recognize, back up their files, use popup blockers to avert unwanted ads and malware and keep operating systems security software up to date. Businesses should also take proactive steps against ransomware by educating employees, managing the use of privileged accounts, having a data backup and recovery plan for all critical information and alerting law enforcement when faced with a possible attack.
Learn more about ransomware from the ABA.
EMV “Chip Card” Replacements
GRB is replacing its magnetic stripe cards with new chip-enabled debit cards (also known as EMV cards). EMV cards are a powerful new tool in the reduction of fraud and identify theft. Below are common questions about how these cards work and how they provide a more secure purchasing experience:
What is an EMV card?
EMV (chip) cards provide an added layer of security for in-person transactions with an embedded microchip that contains encrypted information and is harder to duplicate and counterfeit.
Which GRB cards are being replaced?
All GRB-issued cards will need to be replaced. Currently, we are starting with HSA cards and will move to the other debit cards progressively.
If I have multiple cards from GRB, will I receive them at the same time?
We are doing a progressive rollout, so most customers with multiple cards will see a staggered delivery of their new chip cards.
How do I use the chip card?
Merchants have special terminals that support EMV cards. To use these terminals:
What if a store does not have the new chip-reader terminals?
Your card still has a magnetic stripe that can be used to process transactions until merchants complete the process of transitioning to the new chip-embedded cards.
Are there any additional fees associated with EMV cards?
There are no additional costs to have or use the chip card. Replacement fees may apply for lost or stolen cards.
Will my EMV card work at all ATMs?
Yes, your new card will work at both chip-enabled ATMs and ATMs where only magnetic stripe transactions are processed. Follow the instructions provided on the screen. Chip-enabled ATMs will hold the card until the transaction is complete.
Is a PIN required for in-person transactions?
You may be asked for your PIN when using the EMV card in person. If a PIN is not requested, you may be asked to sign a receipt just as you do today.
Can I continue to use my old card?
No, the EMV card replaces your old card. Please destroy your old card.
Can I get my old cards replaced with EMV cards earlier?
Yes, we are happy to replace older-style magnetic stripe existing cards with chip cards upon request.
If you have additional questions, please contact our service team at 585.218.4280.
Effective immediately, GRB introduces Security Manager, a text-based authentication feature that verifies certain types of BillPay and Bank to Bank Transfer activity on personal (not commercial) accounts.
You will receive a pop-up message when you login to GRBonline requesting your cell phone number. Follow the steps as prompted to enroll in Security Manager. Once enrolled, you will receive a prompt to enter a code whenever you initiate BillPay to a new, check-based recipient or set up a transfer to a new outside bank. This provides an additional layer of security against unauthorized transfer attempts on your accounts.
Please contact one of our branches if you have questions.
How GRB Protects Your Information
GRB is committed to protecting the personal information of our clients. GRBonline uses several different methods to protect users’ information, including multifactor authentication, secure tokens, and anomaly detection software. Additionally, all information within GRBonline uses the Secure Socket Layer (SSL) protocol for transferring data. SSL is a cryptosystem that create a secure environment for the information being transferred between your browser and GRB. All information transferred through GRBonlinehas 128-bit encryption; the highest level.
GRB will never request personal information by email or text message, including account numbers, passwords, personal identification, or any other confidential customer information. Fraudulent emails may be designed to appear as though they originated at GRB. DO NOT respond to any email that requests personal or confidential information and do not click on any links in such an email.
If we contact you, it will be done in a manner that protects your personal information and we will clearly identify ourselves. If you contact us, we may ask verifying questions.
Safely Managing Your Online Transactions
As more and more of our financial transactions move online, fraud and identity theft are becoming an even more significant threat to financial institutions, businesses and individuals alike. Cyber crime is always evolving and criminals are always looking for new technologies, and scams to secure information and data that can be used to attempt fraudulent activities. Whether you are a business user or individual customers, it is important that you remain vigilant regarding your use of the online environment to conduct financial transactions. This information is also provided to help you understand how GRB will conduct business in the event we need to contact you regarding your accounts:
The following represents GRB’s standard business practice regarding your online transactions:
GRB will never email, call, or otherwise ask you for key account information (i.e. username, password, electronic banking credentials, etc.). No matter how “urgent” the email may seem, resist the temptation to respond to it and provide any kind of account or personal information. If you ever have any questions about a request, please contact GRB directly.
GRB also encourages its clients to protect themselves and their identity by following best practices for online security, including:
In addition, we recommend that business account holders conduct regular monitoring and management of their accounts for fraudulent behavior. This could include making a list of the risks related to online transactions conducted by your business including:
Businesses can also reduce fraud risk by putting the following controls in place:
Federal regulations under the Electronic Fund Trasnsfer Act provide consumers with some protections for electronic fund transfers. These federal laws establish limits on a consumer’s liability for unauthorized electronic fund transfers. They also provide specific steps you need to take to help resolve an error with your account. Note, however, that in order to take advantage of these protections, you must act in a timely manner. Make sure you notify us immediately if you believe your access information has been stolen or compromised. Also, review your account activity and periodic statement and promptly report any errors or unauthorized transactions. See the Electronic Fund Transfer disclosures that were provided at account opening for more information on these types of protections. These disclosures are also available from GRB – ask us and we will gladly provide you with a copy.
Even though there are protections in place to help consumers, keep in mind that the disruption of fraud will still be time-consuming and require a significant amount of effort to make your accounts correct and secure again. It is best to take steps to actively avoid giving cyber criminals the opportunity to make you a victim.
If you become aware of suspicious account activity, or receive any suspicious emails, you should immediately contact GRB at 585.249.1540.